xFi Gateway Offline error (even though Internet is working fine)
Like so many of the other posts here, my Xfinity xFi app is unable to see/connect to my recently installed XB8 modem, which I upgraded from the XB7 on 1/15/23. The app shows "xFi Gateway Offline" at the top of the Overview tab, and the Connect tab says "Sorry, something went wrong... we can't display your details right now".
My Internet is working fine and all devices are connected. Fortunately it pulled over my existing SSIDs and passwords from my previous setup so everything reconnected right off. However, I need to get the Xfinity app to see this device and stop looking for the XB7 which I no longer have so that I can manage my network!
I've had 3 daily sessions with tech support—2 via chat and one via phone. Each time, the agent does his troubleshooting and confirms he can see the gateway, but when he can't resolve it, creates a ticket to escalate the matter and says he'll check back with me in a few hours (he never does). In addition, these tickets that are supposed to be escalated to Tier 3 support end up getting closed without any resolution and I never get a call or message back from anyone! (The latest and greatest ticket # is CR072986529.)
Here's some additional information that may be useful:
- I went through the activation process from my Android phone (Samsung Galaxy S10+) using the Xfinity app and it seemed to work fine, reporting success or whatever. My previous settings were brought over and everything reconnected.
- The Xfinity My Account app (separate app) still shows both the old (XB7) and the new (XB8) modems on my account, with the inability to connect to the former.
- When we dropped the old XB7 off at the local Xfinity store, they confirmed the device was indeed removed from our account. (Yet the My Account app still lists it top and center, right above the XB8.)
- I *DO* get a notification on my phone from the Xfinity xFi app when it detects a new device added to my network (a new USB Ethernet dongle yesterday and an ethernet switch today) so the app is indeed "seeing" my network, just not the proper gateway to allow management.
At this point, I'm sick and tired of going through an hour of [Edited: "Language"] with Tier 1 support every day only to have them tell me they'll call me back in a few hours (they never do) and create a ticket to escalate, which also never gets followed up on and eventually gets closed without any resolution. So I'd like some options here...
I've considered going through the XB8's Activation process on the Xfinity app again, but I need to be assured that I won't lose any of my SSID and passwords. Since I have a smart home that would freak out if all my WiFi SSIDs were suddenly changed, nor can administer these settings through the web browser Admin Tool anymore, I don't want to take the chance of hanging myself out to dry.
Do I continue to wait it out for the week as someone else mentioned in another thread in the hopes that it'll resolve itself? That sounds like a lousy solution but may be the only viable one at this point. (And unfortunately there's not another provider with gigabit speeds in my area so switching ISPs isn't an option either.)
2 months ago
The old modem eventually dropped off after 8 days (7.5 to be exact) as another user mentioned in a different post, so things started working after that.
It was a pain in the butt that I had to wait that long—and that no one at Xfinity could resolve it for me—but after waiting it out, it resolved itself.
2 months ago
2 months ago
I have the same issue.
1 month ago
I am having the exact same issue; my modem has been restarted multiple times. Internet works fine. I've restarted - agent has restarted. It has been unplugged from the wall multiple times & restarted. The app has been uninstalled and reinstalled, checked for updates. I STILL have the message: xFi Gateway Offline on the app. This used to work correctly in my phone. What is going on?